Job Description
Crossover is the world's #1 source of full-time remote jobs. Our clients offer top-tier pay for top-tier talent. We're recruiting this role for our client, Trilogy. Have you got what it takes?
Are you a customer support wizard who is obsessed with delivering a great experience, but you’ve already mastered your current products and are wondering what’s next? Or are you a software engineer looking for a way to get introduced to an immense set of product architectures, domains, and tech stacks? Sure, you could join any new company and learn their handful of products, but we think we have something better.
We are the Customer Support team at Trilogy. We support over 100 unique enterprise software products - everything from mobile app development platforms to database load-balancers. We not only have the opportunity to learn, use, and support these products, we also become deep technical experts who can solve problems no one has seen before. There’s a lot to learn, so we have weekly “learning tickets” to ensure the whole team is up to speed.
This role is the highest-level customer support engineer we have - our tickets cannot be elevated above you. The problems are complex. The solutions might be configuration, database-level, or even code-level. Trilogy takes pride in its customer support quality and makes sure customers are impressed at every interaction. It’s an immense responsibility, but one that can put you on the fast track to career advancement.
What You Will Be Doing
Impressing customers by solving complex or new problems
Growing your product knowledge, in breadth and depth
Digging deep to discover the root causes and solutions of issues - exploring source code, databases, logs, and traces
What You Won’t Be Doing
Answering the same questions over and over again
Providing trivial or basic troubleshooting
Writing knowledge base articles
Application Support Engineer Key Responsibilities
Resolving elevated customer tickets
Expanding product and technology expertise by working on “learning tickets”
Basic Requirements
At least 4 total years of experience in a technical customer support or entry-level engineering role
While this is NOT a coding-heavy role, you will still need to be able to read and write code at a basic level for debugging purposes
24/7 availability for 8-hour shifts (we consider individual preference to the best of our ability)
Are you a customer support wizard who is obsessed with delivering a great experience, but you’ve already mastered your current products and are wondering what’s next? Or are you a software engineer looking for a way to get introduced to an immense set of product architectures, domains, and tech stacks? Sure, you could join any new company and learn their handful of products, but we think we have something better.
We are the Customer Support team at Trilogy. We support over 100 unique enterprise software products - everything from mobile app development platforms to database load-balancers. We not only have the opportunity to learn, use, and support these products, we also become deep technical experts who can solve problems no one has seen before. There’s a lot to learn, so we have weekly “learning tickets” to ensure the whole team is up to speed.
This role is the highest-level customer support engineer we have - our tickets cannot be elevated above you. The problems are complex. The solutions might be configuration, database-level, or even code-level. Trilogy takes pride in its customer support quality and makes sure customers are impressed at every interaction. It’s an immense responsibility, but one that can put you on the fast track to career advancement.
What You Will Be Doing
Impressing customers by solving complex or new problems
Growing your product knowledge, in breadth and depth
Digging deep to discover the root causes and solutions of issues - exploring source code, databases, logs, and traces
What You Won’t Be Doing
Answering the same questions over and over again
Providing trivial or basic troubleshooting
Writing knowledge base articles
Application Support Engineer Key Responsibilities
Resolving elevated customer tickets
Expanding product and technology expertise by working on “learning tickets”
Basic Requirements
At least 4 total years of experience in a technical customer support or entry-level engineering role
While this is NOT a coding-heavy role, you will still need to be able to read and write code at a basic level for debugging purposes
24/7 availability for 8-hour shifts (we consider individual preference to the best of our ability)
💡 Quick Summary
Seeking a career-building opportunity? The Application Support Engineer| Trilogy |Remote position is now open for candidates interested in the BPO Jobs sector. This role in Jaipur offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.